Among all those impressions, I gained a few important insights that I would like to share.
The clear advantages
It makes sense that AI plays such a big role. The advantages are clear:- faster customer service
- greater team efficiency
- better analysis and insights
- improved support for agents
The innovative power is enormous. You can sense that the sector is at a point where AI is going to permanently change the way contact centers work.
Visible disadvantages
At the same time, I saw exactly where things can go wrong. If automation is taken too far, interaction can sometimes become inhuman. As a customer, you feel that you are not really being heard. And in some cases, AI even leads to a poorer customer experience instead of a better one.
This confirmed to me once again: AI should support, not replace. The best results come when technology and human interaction reinforce each other, not when one drowns out the other.
Our own position: further than I thought.
It also became very clear that we are not lagging behind. In fact, much of what was presented as “new” is already up and running at TeamsCX or as a PoC:- live transcription
- conversation summaries
- sentiment analysis
- an AI-driven knowledge base
That gave me a lot of confidence. We are not following the market, but actively moving with it.
It’s Looking good
What I take away from this:- We have strong AI ideas and PoCs.
- The challenge now is to make these features even clearer and more useful for users.
- Integrations are crucial: AI only has value if it connects seamlessly to the systems that contact centers use.
- And the most important insight of all:
no matter how far AI advances, the human factor remains paramount.
AI should help, not replace. And for me, that remains the essence of everything I saw in London.
